Peoplecert Peoplecert Certification ITIL-4-CDS

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

1. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
B) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
C) Service Level Management practice using SLAs and OLAs to enforce response targets
D) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits

2. What is the goal of the `shift-left' approach?

A) Implementing Agile practices for continuous software development
B) Repositioning tasks to earlier stages in the process to boost workflow efficiency
C) Automating repetitive processes using robots and AI
D) Integrating multiple suppliers in a value stream for effective service management

3. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Recruit and train additional operations staff
C) Review and automate filtering of operations data
D) Renegotiate service level targets

4. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution targets
B) Review the incident resolution value stream
C) Review the incident management process
D) Review the change authorization procedures

5. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 1 and 4
B) 3 and 4
C) 2 and 3
D) 1 and 2

Solutions: